Tag Archives: higher education

What higher ed can learn from an underdog wrestling promotion.

You may be rolling your eyes already. You’ve been subjected to hundreds of “what higher ed can learn from ________” posts by now, and here’s another asking what you can learn from a so-called “fake sport” usually playing out in front of a few hundred fans.

Turns out, we can learn quite a bit from anything … including organizations like 2CW wrestling, which touched down in Oswego last week.

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That’s pro wrestling veteran Spike Deadly about to hit an opponent with a chair … in the crowd, a few feet from us.

Look, if you work in higher education, there’s a greater than 99 percent chance you don’t work at Harvard or Yale. Odds are you feel underfunded, understaffed and underappreciated. So you can pout about it or you can do what the wrestlers of 2CW do, which is go out and give 100 percent and always think about their audience.

To use a very strange simile, WWE is the Harvard of sports entertainment … the most prominent and known brand in its field. They are flush with success by many metrics, yet follow the #wwe tag during any major pay-per-view or read posts in a group like Anti-Cena Army and you’ll find many disappointed and disillusioned fans fed up with shows that are more talk than action, lazy performances by some superstars and the organization’s reluctance to push newer talent while propping up the same, usual celebrity wrestlers.

2CW knows they won’t topple WWE, but they know their scrappy performers can put on a better show. And that everyone in their organization can share the goal of being fan-friendly.

I attended because my graduate assistant for video, Kevin “The Man” Graham, is in a long-standing 2CW tag team with a gent named Punisher Van Slyke. While the event seemed potentially interesting going in, the level of skill, punishment the wrestlers took and the overall passion far exceeded what I imagined. For what some would term a “fake sport,” the wrestlers take a lot of bumps — we saw people thrown into barricades, body-slammed onto very thin mats atop a gym floor and fly through the air in death-defying maneuvers. One wrestler suffered what looked like a legit knee injury, wrestling through it before getting ring assistance that appeared quite real and concerned.

Unlike often-uninspired WWE blowout bouts meant to pump up a star, every 2CW match was evenly contested, full of two-counts and constant swings back and forth. When fans talk about “telling a story in the ring,” these entertainers had it down. Fans are encouraged to take and post videos of live shows. 2CW often will host a former superstar like Spike Dudley (in Oswego), Matt Hardy, Hacksaw Jim Duggan or John Morrison as a headliner to get extra notice. But most of its stable are hard-working independent wrestlers or people with day jobs … or, in Kevin’s case, completing his master’s in HCI in Oswego.

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Wrestler Spike Dudley grabbed my friend Jason’s Coke can, smashed into an opponent’s head and signed it later. “The best $1.50 I ever spent,” Jason quipped.

And the crowd was really part of the show. During a falls-count anywhere bout, I found Dudley getting his face twisted by ”Juggernaut” Jason Axe right in front of me in the middle of the crowd. Dudley later hit him with a chair a couple feet to my right, then borrowed my friend Jason’s can of Coke to smash it on Axe’s forehead (Dudley signed it later). Face wrestlers (good guys) regularly high-fived and shook hands with the crowd going to or from the ring, while heels (bad guys) routinely argued with or exchanged insults with delighted fans. After their match, wrestlers went to the merch table to chat with fans and autograph anything. I don’t think The Rock does that at WWE live events.

In whatever we do in higher ed or business, do we offer that level of fan-friendliness? If not, why not? Some of these wrestlers traverse the highways and byways of America, town to town, hoping for their big break somewhere else, and may never see Oswego again … so why shouldn’t we prioritize pleasing students, faculty, staff, clients or customers who we want to come back happy again and again? We should think about giving our all the way these grapplers did … but how many people watch the clock and avoid doing anything meaningful on the job from time to time because they don’t feel like it? Everyone we serve deserves our best, any day and every day.

As for Kevin, it was a very good night. He and Punisher wound up with an unexpected shot at the 2CW tag-team titles. After a long, hard-fought match, Kevin hit a top-rope maneuver and scored the three count as the duo recaptured the gold! Since they weren’t billed as wrestling for the title in pre-promo materials, perhaps it was a hometown favor, showing the local boy made good. Whatever the motivation, the crowd loved it and the title change made the night more memorable for everyone in attendance … including Kevin’s mother! When you talk about making memories and pleasing people, hard to imagine doing it much better.

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Kevin “The Man” Graham (known in some circles as my grad assistant) celebrates winning the 2CW tag team titles with a very special audience member … his mother. Just one more thing to make the night memorable.

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No snow job: Celebrate who you are.

We get snow in Oswego. Sometimes a lot of snow. That’s just a fact. It’s also the subject of fake photos, fiction and folklore. But it defines our part of the Upstate New York experience. The story goes that the massive 2007 blizzard in Oswego County making national headlines attracted many passionate meteorology students. (Did I mention have our own lake-effect snow research center?)

But how do you handle this from an admissions standpoint? If you pretend it doesn’t exist, it would shift from a recruitment to a retention issue after a bad winter. So we’re pretty up front about it, including our winters in everything from our admissions video to a Pinterest board.

To a degree, it all involves accepting, sometimes even celebrating, who we are. As the only U.S. campus directly on the shore of Lake Ontario, we take the ups and the downs. Snow pictures can be beautiful too, so toward the end of my lunch hour on Tuesday, I trekked to take some iPhone photos of our statue of founder Edward Austin Sheldon in front of our signature building, Sheldon Hall. Since we adopt a “been there, done that” attitude with the snow I put on a caption of “A snowy day in Oswego? We get the feeling Edward Austin Sheldon has seen this before.”

Was by no means an award-winning photo, but figured it would provide some fresh Facebook and web content, maybe get a few likes or comments. I had no idea.

Screen Shot 2013-01-22 at 11.21.58 PMNo idea, that is, it would become our most-shared photo ever. With a Tuesday afternoon posting, at last glance it had 70 shares, plus 319 likes and 24 comments. The shares, as I’ve said before, are valuable because it shows someone likes your content enough to “buy” it in a sense and pass along to their friends, as it eclipsed the record of the sunset shot mentioned in this blog entry about content and serendipity.

Were all the comments positive? Not really, as some did talk about not missing the snow at all. But others yearned for their snowy fun with friends, and one alum provided one of the more interesting testimonials ever: “I visited Oswego in a snowstorm and knew it was where I wanted to be. Miss the snowball fights.” (Note: We don’t officially condone snowball fights. Just saying.)

Snow is part of the Oswego family fabric. Our winters build character, and surviving and thriving in them become a badge of honor. So even if we don’t enjoy all that shoveling, the cold, having to wear layer after layer, we can still embrace opportunities to show how this makes us special. Judging by the numbers of likes and shares, many many members of our extended campus family would agree.

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Favorited tweets, rising: On content, connection and conversation.

While not necessarily the most important Twitter metric, the favorited tweet could be the most meaningful in its own way. I tend to think of someone favoriting a tweet as putting it in their Twitter scrapbook or hanging it on their virtual fridge. So when we see a huge surge in favorited tweets for our @SUNYOswego account, we must be doing something right.

The number of favorited @SUNYOswego tweets rocketed from 9 in November to 52 in December — and with 47 faves in the first 8 days of January, a new high-water mark appears inevitable. So why this astronomical leap? Of course, this all starts with tracking, content and interaction.

You really should track what people are saying about your college or brand online. Tweetdeck is great for doing this in real-time (other instruments like Icerocket and Addictomatic are nice too). We set up tracking columns for “SUNYOswego” (where people use the @ of our account or something the #sunyoswego hashtag), “SUNY Oswego” and “Oswego State.” (1: If your college has only one name commonly used, congratulations. 2: A feed mentioning merely “Oswego” became unmanageable by all those referencing Lake Oswego, a large Portland suburb.)

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What a busy, albeit awesome day, looks like in Tweetdeck.

Seeing a comment under these columns can spark engagement. If it’s a question we can answer or direct them the right place, responding is a no-brainer. Moreover, if it’s a student tweeting they’ve been accepted or offering up praise of something or someone at the college, we usually want to retweet it, perhaps with comment. Sometimes it’s as simple as “congratulations,” depending on space available, although we may add more commentary or humor when possible. (Acceptance tweets in all caps have been known to earn the #ALLCAPSWORTHY hashtag, for example.) Very often, our retweet gets a retweet from the person we RTed (if that’s not too confusing), we gain a new follower (or three, as others see the second RT) and increasingly the user (or someone they know) favorites the tweet.

As author, blogger and all-around smart guy Scott Stratten (@unmarketing) would say, if someone took the time to say something nice about you in social media, how can you not take the time to show them a little love and attention? This idea of kindness helps drive why we RT and engage with these acceptance tweets. But it also makes good business sense, presuming you’re into that kind of thing. Yes, these students now have a connection with and favorable view of our college and become an audience for our content (read: awesome things happening at our college). Sure, they now have a point of contact if they have questions if they’re weighing us vs. other institutions. Absolutely, they see other incoming students tweeting and can start to form a network with them via Twitter. But in a more personal way, we show that someone here cares and shares their excitement at getting into SUNY Oswego.

Note that even as these tweets sometimes come in every minute or so, we try to space out the RT stream a bit so it won’t be too much of a firehouse. We realize some students see these RTs and post so their own acceptances can be recognized too. We did see the rare snark or whine posted digging at the excited tweets, but you don’t let the occasional lonely troll keep you from crossing the Bridge to Awesomeness. It’s even nice to get positive feedback from others in social media enjoying the parade of good feelings:

Yes, we replied back and even favorited this lovely tweet, if that doesn't seem too meta.

Yes, we replied back and even favorited this lovely tweet, if that doesn’t seem too meta.

Buzzfeed recently published a minor buzzkill on this trend, saying favorites are likely up everywhere because of a change in way the option is featured and its use as a “Twitter fist bump.” The article actually traces this increase starting with a December 2011 redesign that made the option more prominent and may have fostered a culture and conditioning toward greater favoriting. Which in and of itself is good if their assumption that perhaps “it’s a sign that Twitter is getting a little bit friendlier” is correct. But note that change occurred a while ago, and the huge jump in favoriting @SUNYOswego tweets by far outpaces increases in other metrics.

And however you slice or analyze it, seeing a huge surge in the number of people favoriting, RTing and engaging positively with your content is a wonderful thing. Where and how this converts into those admitted students enrolling at Oswego remains to be seen, but at least we have some nice benchmarks (and feelings) to start.

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sitewide refresh and responsive design: teamwork, usability and action.

At the end of Friday, we officially launched a new look for key pages of oswego.edu, with goals of improving three things: 1) navigation, 2) aesthetics and 3) usability via responsive design.

The oswego.edu homepage, October 2010 to November 2012.

New oswego.edu homepage, launched Nov. 2, 2012.

The first thing users will notice are a megadropdown menu (seen open below) where key pages under our various sections (About, Academics, Admissions, Student Life, Alumni & Supporters, Athletics and News & Events) will now be available from anywhere on our site. Also quite notable is a new Popular Links feature on every page, where users will be able to access our 10 most-visited sites — such as email, the MyOswego student and faculty gateway, Angel online learning, A-Z Index and Penfield Library. In short, users should be able to access most top actions from anywhere on our site. Hard to improve a site’s usability more in one fell swoop.

Homepage with dropdown navigation drawer open.

We’re also quite pleased with what we consider a more eye-friendly look. Switching the font to Droid Sans with a better point size produced greater legibility. With the pagewidth going from 950 to 1170 pixels, we also have a wider field to compensate. The homepage takes advantage with larger photos in its various levels of information, which puts a premium on impactful photography and content that lends itself to this magnified stage.

What may be least obvious, but the biggest accomplishment, is the site’s transition to a responsive design that detects browsers or viewports — desktops, tablets and smartphones — and adjusts accordingly. Rick Buck, our very talented developer, coordinated the back end work, with Devin Kerr, who has been teaching graphic design at our college, using his design and CSS skills to create the look of the templates. Before he graduated, stellar student worker James Daniello (who’s available for hire!) added some fine coding work. The content, direction, design and development were a team effort as we bounced ideas and information off one another throughout the process.

Since I’ve endured two full redesigns at Oswego, doing something more in-between — a refresh, as we call it — was both (somewhat) less stressful and reflects the incremental redesign concept promoted by eduStyle‘s Stewart Foss. Rick and I are big fans of incremental and iterative redesign concepts, as well as agile project management. So plenty of theory and technical know-how went into this project.

But in addition to know-how, we also pulled out some can-do. Many talk about this kind of thing, but we were blessed to be able to take action. It did take more than a bit of lobbying, creative approaches, presentations, proofs of concept and old-fashioned teamwork … but in the end, we think all that work paid off.

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a man who wasn’t there: adventures in crowd-sourced live-tweeting.

If you work in social media in higher ed, you love the opportunity to live-tweet an exciting occasion like Move-In Day. But when social media is just one of your many duties — and you can’t get around on such a busy day — where do you turn?

Students, of course. In our case, we had a community of social-media-savvy incoming students moving in at SUNY Oswego on Friday — and it just so happened they were already live-tweeting. We just amplified their efforts, highlighted great content and enabled them — through things like promoting a #welcome2oswego hashtag — to build their own community and story.

While I did get out just long enough for a quick photo album of students moving in, helped by our awesome Red Carpet Crew, this Storify shows that the students themselves did most of the commentary on the day. Since Move-In Day is about them, that seems appropriate.

  1. This was our favorite tweet of the day …
  2. Jared_Lahm
    I would hate to be the guy/girl in charge of the @sunyoswego twitter lol.. Its gunna be a long day for them. #QuickShoutOut
    Fri, Aug 24 2012 05:17:36
  3. … but truth be told, Move-In Day was so much fun on Twitter! It started early and ran late. Here are just a few highlights.
  4. MommaDiBo
    On our way to drop my baby girls off at #SUNYOSWEGO #bittersweet �
    Fri, Aug 24 2012 02:48:38
  5. sunyoswego
    We’re ready for you! RT @Cmerc29: All packed and ready to be @sunyoswego bound in the AM! #letsgo #soexcited #newstart #welcome2oswego
    Fri, Aug 24 2012 04:40:04
  6. sunyoswego
    Great idea! RT @taylormachin: @KatieRussell8 bringing biking back to SUNY Oswego #letsgo bringing my blades too ;) #welcome2oswego
    Fri, Aug 24 2012 05:07:01
  7. sunyoswego
    Beautiful morning so far! RT @MommaDiBo: On our way to drop my baby girls off at #SUNYOSWEGO #bittersweet #welcome2oswego
    Fri, Aug 24 2012 05:09:07
  8. sunyoswego
    We’ll have people waiting to help you move in. Seriously! RT @melissavasti: Off to @sunyoswego !!! #welcome2oswego
    Fri, Aug 24 2012 05:13:25
  9. DerekGoodroe
    Welcome Class of 2016 to @sunyoswego! Wish I could rewind time and be moving in today and experiencing #welcome2oswego all over again.
    Fri, Aug 24 2012 05:23:49
  10. julia_heck16
    So this is it?! #packingthecar #welcome2oswego �☺
    Fri, Aug 24 2012 06:10:39
  11. mcgnotes
    Can’t believe it’s move-in day already @sunyoswego! Dropping off my freshman… So exciting
    Fri, Aug 24 2012 06:14:19
  12. 24KathyB
    its move in day at @sunyoswego ….. I sooooo miss school, the lake and Daga living =( awesome 4 yrs in the land of Oz =)
    Fri, Aug 24 2012 07:18:18
  13. LifesLike_THIS
    You’re almost here hun! RT @fancett_rae: Everyone is moving in. I just want to be at @sunyoswego already! #notfair #twodays
    Fri, Aug 24 2012 07:20:18
  14. sunyoswego
    Check out our early photo album of new students moving in with our awesome Red Carpet Crew! http://on.fb.me/R79zoM #welcome2oswego
    Fri, Aug 24 2012 07:44:31
  15. sunyoswego
    Hooray for our Red Carpet Crew! RT @jessiknewso: Helping freshman move into @sunyoswego today! #welcome2oswego
    Fri, Aug 24 2012 08:14:32
  16. dougyorks
    All moved in up at Suny Oswego @lindacohn @espnSteveLevy #sophomoreyear #letsgo
    Fri, Aug 24 2012 08:41:09
  17. OmyMelo
    Lots of excited first year students and transfers in Scales Hall! #welcome2oswego
    Fri, Aug 24 2012 09:06:32
  18. AntonioCaban10
    Long day ahead. So happy for my sister who’s continuing the rest of her education @ SUNY Oswego!
    Fri, Aug 24 2012 09:23:27
  19. danielleworkit
    All moved into my dorm room! So much change in just a few hours.. but I’m ready :) #sunyoswego #freshmanyear
    Fri, Aug 24 2012 10:23:12
  20. Julirex_rae_psm
    You’re going to love it here!!!! :) “@sunyoswego: Woohoo! RT @yazelroque: Im at #Oswego State!!! #welcome2oswego”
    Fri, Aug 24 2012 10:39:36
  21. LeAnneStGelais
    The arena all set up for Welcoming Torchlight for new @sunyoswego students! #welcome2oswego http://instagr.am/p/OuG4NjNTO-/
    Fri, Aug 24 2012 11:38:03
  22. Maggidy_
    @sunyoswego Back from moving new students in and completely wiped, great job red carpet crew! Only three more events to attend today.
    Fri, Aug 24 2012 14:31:41
  23. mattfeeney29
    walking SUNY Oswego campus right now. hopefully a fun night to come…
    Fri, Aug 24 2012 17:48:41
  24. zbpolin
    Getting ready for @sunyoswego Torchlight Ceremony!! #welcome2oswego http://pic.twitter.com/Hc8IH53q
    Fri, Aug 24 2012 17:51:40
  25. OMAdriana
    @sunyoswego To all my residents and to all new to Oswego, welcome! #welcome2oswego http://pic.twitter.com/y14vwfKE
    Fri, Aug 24 2012 17:57:11
  26. Taylor_AB
    My resident hall’s theme is Harry Potter #awyeah #win #sunyoswego
    Fri, Aug 24 2012 18:13:41
  27. SUNYOswegoFANs
    We know how to throw a party at @sunyoswego #welcome2oswego #OswegoPride http://pic.twitter.com/ZWtMCS9p
    Fri, Aug 24 2012 19:01:32
  28. ludnut23
    I’ve only been in SUNY Oswego for 1 day and I’m already loving it
    Fri, Aug 24 2012 19:06:49
  29. r2rDSexton
    holy cow, the college life is for real at @sunyoswego. let’s see how this goes
    Fri, Aug 24 2012 19:17:07
  30. Brandatello
    #welcome2oswego all moved in and relaxing before my roommate comes tomorrow
    Fri, Aug 24 2012 19:53:24
  31. sunyoswego
    To everyone who moved in today, #welcome2oswego! And remember, the journey is just beginning …
    Fri, Aug 24 2012 20:20:15

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building incoming student communities via invite-only facebook groups.

When it comes to community building and management for incoming students, you can find many models involving various costs, commitment levels and features. Like other colleges, we’ve tried many things and sat through countless vendor pitches. So when our orientation coordinator approached me with a modest proposal to build two private invite-only Facebook groups — one for incoming freshmen, one for incoming transfers — it seemed worth a shot.

Like any other community-building attempt on social media, this meant addressing key points:

Staffing: Our orientation operation has many devoted, outgoing and tireless Laker Leaders and other student workers ready to help. Since they learn to be real-life ambassadors during orientation, they are well-suited to playing a similar role in social media.

Security: We had email addresses for incoming students and can invite them via sending a direct link. But coordinators were concerned this link could be shared around and others could get in, so they wanted to verify everyone who asked to join. This is especially hard when students are not using their full name or use a variation of their name as their Facebook handle. The positive about the security is that it keeps out spammers and creepers (and, some students would say happily, parents!), thus maintaining a good atmosphere for interaction.

Building: Security concerns and the added step for verification created a bottleneck for those wishing to join. Shortly after the initial email, I went to the group and found more than 100 students awaiting approval from the community’s coordinators! It is good to see that kind of enthusiastic response but if anyone is stuck in the queue too long it’s not the best introduction. Also, we already have a public-facing Class of 2016 Community on Facebook — which escorted students from interest to application to acceptance to enrollment to pre-orientation — that has more than 700 members and remains very active.

Sustaining: Student workers have done a nice job of generating conversations, posting photos and answering questions. The question-answering was a bit rocky at first but it’s improving. The incoming students have generated some great conversations on a variety of topics. One tool that may or may not see much use is our behind-the-scenes wiki with answers to a lot of commonly asked questions. The excitement on all sides is still high, so maybe this is a bit of a honeymoon phase, but other than some transfers concerned about room-assignment issues, the conversations have been decidedly upbeat.

This experiment bears watching, but we’ve already seen some nice wins. One involves an oft-praised employee in residence life who has made a lot of people happy by working her magic in accommodating students wanting to switch rooms. And transfer commuters — a group that often feels like they get less attention — started a wonderful, supportive conversation that has already cemented great connections. So while this is a preliminary snapshot, and I’m not sure how far into the lifecycle this project will run, I’ll track and report results as the project continues.

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#1 sunycuad takeaway: we may be excalibur, but king arthur is the story.

Slide from Georgy Cohen’s “Storytelling as a Framework for Higher Ed Web Marketing” presentation.

Last week’s SUNYCUAD conference featured so many great presentations, people and lessons, but my favorite came from Georgy Cohen‘s “Storytelling as a Framework for Higher Ed Web Marketing” session. Our institutions, Georgy said, are Excalibur — the sword in the stone that helps Arthur become king and a legendary ruler of Camelot. But the story is not about Excalibur, it’s about King Arthur: In other words, it’s about the successes of our students, our faculty and other members of the campus community.

And yet, how often do you see institutions get caught up in tooting their own horn, thumping their own chest and touting their own processes instead of focusing on who really matters? Too often. In most of our narratives, students are (or should be) the heroes, and the key chestnut of most good stories we should write is how the students succeed from their college experience.

As an example, if your college offers a new major, don’t focus on the process of creating the major, the committees involved and administrivia. Do focus on what it can/will do for students — the job opportunities available with this new degree, how the major will help the students grow as people, the niche this program occupies. Are there students ready to declare the major you can interview? (This is often a challenge, but worth asking.) Focus on any true newsworthy angle and the benefits … this is what most readers will find interesting.

Another key part of Georgy’s presentation that supports this is the idea that the most memorable stories involve ordinary people doing extraordinary things. If you work on a college campus, just walk out of your office and you’ll meet people like that every day. That’s one of the reasons I feel so blessed to work in higher education. Everyone from the brilliant student coming up with innovative ideas to the working mother who has overcome so much to earn that degree represents people in our midst who inspire anyone with open eyes, open minds and open hearts. So why not open our storybooks and celebrate their accomplishments?

Their successes tell the story of our institutions’ success. We may provide the tools, but they are the architects, the artists, the builders, the businesspeople, the scientists, the teachers, the entrepreneurs. They are the stories, and there are so many to be told.

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social coverage of commencement: an evolving process.

Higher-ed web types everywhere have been discussing who’s doing what to cover commencement. Streaming it live? Making it social? Turning it into a real-time multimedia production?

At SUNY Oswego, we similarly discussed options, and chose to keep moving forward and evolving. Thanks to some outstanding work by our web developer, Rick Buck, and some folks in Campus Technology Services, we greatly upgraded our Commencement webcast. Not every user would have noticed a change in quality, but many viewers — especially those on Macs and most mobile devices — may have had their first chance to actually watch. We moved to a transcoder that exported H264 … a fancy way of saying we broadcast in a format used widely in those devices.

Was that important? Consider the following: 22% of our Commencement viewers did so on mobile devices. This is a huge figure, compared to 11% of hits last year (many of those visitors unable to fully view the broadcast). This continued to underscore our current priority of thinking more and more about mobile in all web projects.

The Facebook plugin collected some nice tales of congratulations, and the interns we had monitoring the feed reported no issues. While we did not assemble a post-graduation Storify or comprehensive multimedia wrapup as some other schools did, we saw a huge amount of activity when we posted a Commencement photo gallery to our Facebook page.

A whole HigherEdLive program last week explored what institutions are doing, and other colleges had their tales of success and woe. The latter includes one university that had an f-bomb show up in its Commencement Twitter feed that caused some stress. But almost anyone who made their ceremonies widely accessible and social had few regrets.

Graduation is a happy culmination of an arduous process and — for the grads and their families — one of the happiest days of their lives. Sharing the joy, in any way possible, ultimately is a good thing.

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fishing with shiny objects: the trouble with apps vendors.

Apparently we have an mobile app vendor on a fishing expedition around campus. He’s dangling shiny objects and looking for bites. This probably happens a lot, and it’s generally bad news for your college.

If this were, say, the 19th century, I could totally see app vendors being snake oil salesman, going from town to town vending miracle tonics that cure whatever is wrong with you. It’s no coincidence that app vendors almost never contact any college’s web communication office — they don’t want to talk to those who think about content, audiences and goals for the web on a professional basis. Instead, they fish around the fringes, trying to sell their Miracle App that can, well, cure your boredom and need for a shiny object.

When the conversation turns to mobile apps, two main questions tend to follow:
1) Will this provide a mobile solution to a particular problem or meet a specific goal? If so, then consider exploring it, but be wary of overpromising and underdelivering on the vendor’s part.
2) Wouldn’t it be cool for my office to have an app? No. Just no. Do not pass Go, please don’t pay a mobile vendor $200.

Our college explored and released a mobile site which, by all research, is the more reasonable way to address things like user need, content delivery and tasks people would handle on a mobile device. But apps — for the right task, the right price — are not totally out of the question. Once we learned the apps vendors were on the prowl, we’ve started discussing some kind of app policy. I’m not a huge fan of policies, but I feel like there should be some kind of check before someone bites on that shiny object and gets reeled in at great potential expense. Plus the consistency of things like names, logos and colors are important … as well as the hub-and-spoke model to let users know where they can go for other campus-related tasks.

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social media may be sexy, but email is still important.

As a profession, we seem to spend so much time concentrating on monitoring and responding via social media that we forget for much of our audience — especially our institution’s alumni — email is still a medium of choice. And that sometimes the informative, upbeat response with a smile can mean a lot.

Consider the following email from an alum, sparked by our Sesquicentennial history activities, that seems to come with a side of snark:


Industrial arts has long been one of our signature programs, but the alum did not know it is now known as technology education. So his very real concern about a program near and dear to his heart deserves an answer in a positive tone. Thus:

Succinct, smiling and with a link for more information. How did the alum like the response? Very well!


From worrying about the direction of his alma mater back to a proud alum just like that. Not the hardest thing I had to do that day, but still pretty important — because every person who has a valued connection with our institution is important.

I also want to address this topic because I’ve seen companies and colleges that throw a lot of their resources into social media but do a poor job of responding to email — which may not be as “sexy” as Facebook or Twitter but is still a very vital medium. Whether it’s not acknowledging an email at all, not replying in a timely manner, giving an insufficient answer or firing back something terse as if our email is a bother, many entities have room for improvement in the email department. And that’s too bad, because there are no character limits and an opportunity to craft something thoughtful.

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